• Work directly with Account Managers and customers to address their needs and concerns • Manage sales requests and collaborate with Account Managers • Create and process IT product and service proposals • Update customer information in the PSA system • Ensure deadlines are met and deliverables are on time • Conduct discussions with customers to identify areas for improvement and understand their evolving needs

• Own a portfolio of complex customer relationships and serve as the primary point of accountability for the overall experience • Manage escalations related to support, billing, invoicing, and legacy system limitations, partnering across teams to drive resolution • Identify retention risks and take proactive steps to stabilize accounts and rebuild confidence • Build trusted relationships with customer stakeholders through consistency, transparency, and follow-through • Guide customers from legacy, on-premise solutions toward modern SaaS offerings • Identify and advance expansion and upsell opportunities aligned to customer needs and platform strategy • Collaborate cross-functionally with Support, Product, Finance, Sales, and Engineering to move customer issues forward

• Manage customer relationships for on-premise and cloud-based accounts by creating and maintaining a deep customer rapport, driving strategic retention, conversion, and expansion across each client relationship. • Become a subject matter expert (SME) of their Laboratory Information Software (LIS) by maintaining a deep understanding of its configuration, workflows, and integration capabilities to advise clients and internal stakeholders effectively. • Develop and execute customer-success playbooks that leverage data insights and automation to scale account engagement and improve lifecycle outcomes. • Maintain accurate, consolidated, and hygienic customer data by tracking key health indicators, renewal milestones, and usage trends to proactively address risk and uncover opportunities. • Advocate for customer needs and influence the product roadmap by collaborating cross-functionally with Product Management, Implementation, and Customer Success teams. • Design enablement initiatives and leveraging learning-management tools to maximize user proficiency and value realization by managing, identifying and addressing training or adoption gaps. • Support both client growth and internal strategy by providing feedback and analytics into actionable insights by monitoring and communicating pivotal changes in customer health. • Drive customer renewals and contract expansions by providing solutions to evolving client requirements and ensuring long-term partnership success. • Ensure delivery of quality and consistency with best practices and configuration standards at assigned accounts to support project scope and configuration needs.

• Together with your Customer Success team colleagues, you help Skribble grow by supporting and advising our customers on how to use Skribble and integrate it into their ecosystems. • You ensure customers can roll out Skribble across business units and help them derive maximum value from the product. • You support customers in managing the change required in their business processes and negotiate contract renewals with them. • You identify new opportunities for expansion within our customer base. • You act as the bridge between customers and our product team. • You align with Partnerships on customer onboarding, share insights, and leverage partner resources to keep customers satisfied and engaged. • You run customer campaigns with the Marketing team or support them in identifying customer stories to create marketing assets. • You ensure a smooth handover for the customer and secure customer stories and referrals from the existing customer base.